Quality Analyst - EXL MOA | Start ASAP!

Basic Functions:

• Monitor and process transactions to ensure client standards are met as well as process improvement opportunities are identified.

Essential Functions:

• Monitor transactions as per process guidelines.

• Provide event-based and frequency-based feedback.

• Assist the operations and process training teams in identifying training needs for the agents and process level issues that can help improve performance.

• Participate in team huddles and provide a brief on quality performance in the process.

• Lead calibration exercises with participation from the operations and process training team to ensure process workflows are followed consistently.

• Brief new staff joining the process and explain how the quality function operates in the process.

• Coordinate all process improvement initiatives.

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